Assistant Manager - Operations

Firstsource

About The Position

Firstsource is a specialized global business process management partner providing solutions and services across the customer lifecycle in healthcare, banking and financial services, communications, media and technology, and other industries. The Assistant Manager - Operations oversees customer service teams handling inquiries and problems by phone and/or email, and ensures that operations meet service standards and company policies. The role supports customer satisfaction and service quality, manages staffing coverage and escalations, develops team members, and monitors performance and process improvements.

Requirements

High school diploma or equivalent required.
At least 4 years of experience in a call center environment.
At least 2 years of supervisory or team leadership experience.
Competence in mentoring entry-level supervisors in problem solving, change management, strategic thinking, and leadership.
Excellent customer service skills that build high levels of customer satisfaction.
Excellent verbal and written communication skills.
Ability to lead and manage large teams effectively.
Working knowledge of workforce management practices and tools, such as scheduling software and quality monitoring software.
Demonstrated problem-solving and decision-making skills.
Demonstrated analytical and root cause analysis skills for process improvement initiatives.
Effective interpersonal skills and sensitivity when dealing with others.
General skills in MS Office and other standard software applications needed to perform the job.

Nice To Haves

Associate or bachelor’s degree preferred.

Responsibilities

Oversee one or more teams of customer service associates handling customer inquiries and problems by phone and/or email.
Monitor operations for adherence to service-level standards and company and department policies and procedures.
Ensure professional and courteous customer support that fosters productive, positive customer relationships.
Ensure adequate phone coverage, including making decisions about scheduling changes.
Act as an escalation point for difficult customer issues.
Evaluate customer service associates’ calls and provide feedback on strengths and areas for improvement.
Communicate with clients, vendors, and other departments to support quality service delivery and customer satisfaction.
Handle performance appraisals, disciplinary actions, hiring and interviewing, promotions, and salary changes.
Coach and mentor contact center supervisors and team leaders, and occasionally customer service representatives.
Approve and implement process streamlining opportunities and improvements.
Coordinate customer service activities with other internal functions.
Track and report contact center performance against objectives and goals, including quality, call volume, and customer satisfaction.
Provide backup to more senior customer service management when they are absent.